Configuring Business Hours
In Intercom, navigate to Settings → Workspace → Office hours to set your team's availability.
You can configure:
Days of the week your team is available
Start and end times for each day
Timezone for your business
Multiple schedules for different teams (e.g., Sales vs. Support)
Note: Your AI agent (Fin) can operate 24/7 regardless of business hours — these settings control human availability and response expectations.
How Business Hours Affect Your Setup
Setting | During Business Hours | Outside Business Hours |
AI agent | Active | Active (unless disabled) |
Human handoffs | Routed to available agents | Queued or alternative flow |
Response time shown | "Usually replies in minutes" | "We'll respond tomorrow" |
Auto-replies | Standard greeting | After-hours message |
After-Hours Behavior Options
Choose what happens when customers reach out outside business hours:
AI handles everything — Fin continues answering; handoffs queue for next day
Collect & queue — AI gathers details, sets expectations, queues for follow-up
Emergency escalation — Specific keywords (e.g., "urgent", "outage") trigger alerts
Offline message — Display hours and invite customers to leave a message
Need Help?
Email: [email protected]
Phone: +41 79 741 86 13